sciencelogic business services (8.12.0) · 8 theserviceinvestigatorpagecontainsthreetabs: l...

Monitoring Business ServicesSL1 version 8.12.0

Table of Contents

Introduction to Business Services 3What is a Business Service? 4Example: Retail Banking 6

Using the Service Investigator 7Creating Services and Service Policies 10Creating a Business Service 11Selecting a Business Service Policy 13Creating a Business Service Policy 16Assigning an Icon to a Business Service 20Creating a Business Service Template 21Creating a Business Service From a Template 24Exporting a Service Template 27Installing a Template from a PowerPack 30

Default Service Policy Settings 31Device Service Default Policy 31IT Service Default Policy 31Business Service Default Policy 31

Managing Events for Business Services 32Exporting Service Data with the ScienceLogic API 33

Troubleshooting Business Services 35Using the Root Cause Analysis Feature 36Some services are not generating Health, Availability, or Risk values 37All services are not generating Health, Availability, and Risk values 42503 errors, or Health, Availability, and Risk values that are all the same or inaccurate 43

Introduction to Business Services

Chapter

1Introduction to Business Services

Overview

This manual describes how to use SL1 to create and manage business services for your company. Businessservices let you gauge the health, availability and risk of your services or the devices that provide those services.

Use the following menu options to navigate the SL1 user interface:

l To view a pop-out list of menu options, click the menu icon ( ).

l To view a page containing all of the menu options, click the Advanced menu icon ( ).

This chapter includes the following topics:

What is a Business Service? 4

Using the Service Investigator 7

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What is a Business Service?

A business service includes one or more technical services that provide value to internal or external customers.Some examples of business services include verifying Internet access or website hosting, online banking, remotebackups, and remote storage. Usually a business service includes an associated Service Level Agreement (SLA)that specifies the terms of the service.

Create the following types of services on the Business Services page, in the following order:

1. Device Service. Monitors a set of related devices, such as all devices from a specific region.

2. IT Service. Monitors a service that IT provides to your organization. An IT service is made up of one or moredevice services.

3. Business Service. Monitors a service your organization provides to your customers. A business service ismade up of one or more IT services.

To navigate to the Business Services page, click the Business Services icon ( ):



These business services let you gauge the health, availability and risk of your services or the devices that providethose services. On the Business Services page, these values display in the following format and order:

1. Availability: Displays whether a device, like a website or a server, is available to be used by customers. Aservice or device is considered unavailable if SL1 is not able to collect data from the device or service, or ifdevice is usable or not usable. A value of 0means a device or service is unavailable, and a value of 1means a device is available. Availability uses the following icons:

2. Health: Displays a "severity" icon that represents a numerical value between 0 and 100, which indicates thecurrent status of a device or service to show if its health is worsening or improving. For example, the Healthvalue could indicate when a device is intermittently unavailable because of a power problem and falls belowthe required level of performance. Health uses the following icons by default:

3. Risk: Displays a percentage value between 0 and 100 that indicates how close a service or a device is tobeing in an undesirable state. The safest possible risk value is 0%, while the worst risk value is 100%.

These values are computed in this order because SL1 uses Availability values to compute Health while SL1 usesboth Availability and Health values to compute Risk.

You can define metrics for device services based on:

l availability

l latency

l event count

l event severity

l device state

l Dynamic Application data collected by SL1

NOTE: IT services created in the classic user interface are not included in the new user interface, and "classic"IT services are not related in any way to the new business services, IT services, and device services.

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You can also create dashboards for business services that display information about the state, availability, risk,events, metrics, and other information about a business service. For more information, see the Dashboardsmanual.

Example: Retail Banking

Using SL1 to monitor a business service lets you quickly see whether the service is available and working asexpected for a customer or end user. For example, a banking company wants to ensure that their retail bankingservice is available around the world. They would use the following workflow to set up their services in SL1:

1. Because the company has offices around the world, they create multiple device services that organizedevices based on location or region. The company adds all of its devices to the relevant device services.

2. The company then creates multiple IT services to monitor the device services (from step 1), includingseparate IT services for online banking, teller systems, and ATM networks.

3. Next, the company creates a business service for its retail banking business, and this business serviceincludes all of the IT services (from step 2) that deal with retail banking.

NOTE: As needed, the banking company repeats steps 1-3 to create additional business services (made upof IT services and device services ) to monitor their commercial banking and investment bankingdevices and services.



Using the Service Investigator

When you select a service from the list of services on the Business Services page, the Service Investigator pageappears:

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The Service Investigator page contains three tabs:

l [Overview]. Displays a "big-number" dashboard version of the most recent Availability, Health, and Riskvalues for the service. Below that, the tab displays a summary tile view similar to a widget in a dashboard forIT Services and Device Services where relevant. The tiles represent the constituent services for the serviceabove. Selecting the checkbox of a service tile will control which child service you see in the tile view below it.For example, if you have a Business Service with three IT Services and each of those IT Services has twoDevice Services, selecting the checkbox of one of the IT services will filter the Device Service tile panel downto only the Device Services that belong to the selected IT service.

l [Services] or [Devices]. Displays the services currently used in a business service or IT service, or the devicesincluded in a device service. You can edit the search query at the top for the services or devices in the Searchfield at the top of the tab.

l [Status Policy]. Displays a list of all policies of that service type currently in the system and can be chosen toassociate with the service being viewed. On this tab, you can change the policy used by a service, and youcan also create a new service policy. A Default label appears next to the default policies.

The Info menu is a drop-down at the top of the screen that displays the following:

l Owner. The organization that owns the service.

l Contact Organization. A contact organization for the service.

l Visible Organizations. One or more organizations.

l Contact User. The contact user for the service.

l RCAOptions. Allows the user to enable or disable the Root Cause Analysis feature (an advanced feature fortroubleshooting).

l Description. A description for the service.

NOTE: Click the [Edit] button to edit the content on all three tabs and also the fields on the Info drop-down.



If you are viewing the Service Investigator page for business service, you can select one or more IT services anddevice services to view more information about those devices and events for those devices:

The list ofDevices updates based on your selections in the IT Services andDevice Services panes, and you canselect one or more devices from the filtered list to see events for those devices:

The Service Investigator page for an IT service only displays device services, devices, and events, while theService Investigator page for a device service only displays devices and events.

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Creating Services and Service Policies

Chapter

2Creating Services and Service Policies

Overview

This chapter describes how to create the three types of services you can monitor with SL1: business services, ITservices, and devices services. This chapter also describes how to create and use policies for each service to assistwith monitoring those services.





Creating a Business Service 11

Selecting a Business Service Policy 13

Creating a Business Service Policy 16

Assigning an Icon to a Business Service 20

Creating a Business Service Template 21

Creating a Business Service From a Template 24

Exporting a Service Template 27

Default Service Policy Settings 31

Managing Events for Business Services 32

Exporting Service Data with the ScienceLogic API 33

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Creating a Business Service

You can create a new business service to monitor a specific set of IT services and devices for Availability, Health,and Risk values. To create a new business service, you should first determine:

l The devices that impact the business service.

l The IT services that impact the business service.

l The specific conditions that you want to monitor, based on your business processes.

For example, if you provide email service, then a failure of your primary SMTP server and backup SMTP serverwould constitute a Critical status.

TIP: You can copy an existing service on the Business Services page by clicking the [Actions] button ( ) forthat service and selecting Duplicate.

To create a business service:

1. On the Business Services page, click the [Create Service] button. The New Service page appears:



2. Select a service type. You should start by creating your device services, then your IT services, and then finallyyour business service. Your options include:

l Device Service. Monitors a set of related devices.

l IT Service. Monitors a service that IT provides to your to your organization. An IT service includes oneor more device services.

l Business Service. Monitors a service your organization provides to your customers. A business serviceincludes one or more IT services.

3. Complete the remaining fields:

l Service Name. Type a unique name for this service.

l What organization manages this service?. Select the name of the organization that owns thisservice.

l Service Description. Type a short description of this service and its purpose. You can use the text inthis description to search for this service on the Business Services page. Optional.

4. Click the [Save] button. If you selected Device Service in step 2, the [Devices] tab appears, with a list ofavailable devices in the Preview section. If you selected Business Service or IT Service in step 2, the[Services] tab appears, with a list of available services in the Preview section.

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5. In the Search field, type search criteria for the services or devices you want to monitor. A list of services ordevices that match your search criteria appears in the Preview section:

TIP: : If you are looking for a very specific set of services or devices, click the gear icon ( ) to the right of theSearch field and select Advanced. In this mode you can create an advanced search using AND or OR formultiple search criteria. For example, to search for devices with a Device Class of "network.router",use: deviceClass has (deviceCategory has (name contains 'network.router'))For moreinformation, see the "Advanced Search" chapter in the Introduction to SL1manual.

6. When you have the right combination of services or devices, click the [Save] button. The default policy for thetype of service you selected is automatically added to the new service.

7. If you want to use a different business policy with the new service, see Selecting a Business Service Policy.

8. If you want to create a new business policy to use with the new service, see Creating a Business ServicePolicy.

Selecting a Business Service Policy

Each service type (device service, IT service, and business service) requires a policy that determines what itmonitors. A business service policy contains a set of rules and conditions that define the Availability, Health, andRisk values for the service, depending on your business needs. Each service requires that one policy be associatedwith a service at a time.

NOTE: The PowerPack for Business Service Event Policies contains a set of new business service policies youcan use for your services.



When you create a business service of any type, SL1 automatically uses the default policy for that particular type ofbusiness service. You can remove the default policy after you create a new policy. The default policies cannot beedited.

TIP: If a policy contains errors, an error icon ( ) appears next to the policy name. To view details about whatmakes the policy invalid, select the policy and hover over the error icon next to the policy name in theright-hand section. A pop-up window lists the problems with the policy.

To select an existing business service policy:

1. On the Business Services page, select the service that needs a policy. The [Overview] tab for the serviceappears.

2. Click the [Status Policy] tab:

3. In the Policies section on the left, select the policy you want to use.

TIP: You can type basic search criteria in the Search field to locate a specific policy in the list.

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4. To view the details of a selected policy, click the [Actions] button ( ) for that policy and select Edit (or Viewfor the default policy). The Policy Editor page appears:

5. Click the [Cancel] button when you are done viewing the details for that policy.

TIP: You can copy an existing service policy on the Business Services page by clicking the [Actions] button () for that policy and selecting Duplicate.

6. To add a policy to the service, select the policy in the Policies section and click the [Use Policy] button in the

right-hand section. A check mark icon ( ) appears next to that policy in the Policies section, and the words"Current Policy" replace the [Use Policy] button in the right-hand section.

7. Tomake a copy of a policy, click the [Actions] button ( ) for that policy and selectDuplicate.

8. To delete a policy you no longer want to use, click the [Actions] button ( ) for that policy, selectDelete, andthen click [Delete Policy]. If that policy is used by any other services, those services are assigned the defaultpolicy type. You cannot delete a default policy.



Creating a Business Service Policy

When you create a business service of any type, SL1 automatically uses the default policy for that particular type ofbusiness service. You can create a new policy to replace the default policy. When you create a new policy, the newpolicy uses the values from the default policy for that type of service as a starting point.

A policy includes a set of rules, and each rule can include one to three conditions. If you have multiple rules andconditions, all rules and conditions on a tab must be met to generate the Availability, Health, or Risk value. In otherwords, if a rule had three conditions, you would set up the conditions for that rule as an IF, AND, AND, THENstatement.

To create a policy:

1. On the Business Services page, select the service for which you want to create a policy. The ServiceInvestigator page appears.

2. Click the [Status Policy] tab, and then click Create Policy in the Policies section. A Create Policy windowappears.

3. Type a policy name and click the [Create Policy] button. The new policy is added to the Policies section onthe [Status Policy] tab.

4. Click the [Actions] button ( ) for the new policy and select Edit, or click the [Edit Policy] button. The ServicePolicy Editor page appears, with a default rule already configured on each tab for Availability, Health, andRisk:

5. On the [Availability], [Health], and [Risk] tabs, edit the rules and conditions for each of the three values thatmake up this policy. Each tab uses the same layout.

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6. In the Services orDevices drop-down list, select one of the following options to filter the services for thispolicy, as needed:

l All Services in this Service or All Devices in this Service. This default setting uses all services or devicesthat are included in the service.

l Queried Services orQueried Devices. This setting uses only the devices or services you specify in theSearch field that appears when you select this option. This setting lets you filter the list of devices orservices for this policy.

7. To update an Availability, Health, or Risk value for a rule, edit the value in the SET <VALUE> TO column:

8. To edit the default conditions for an existing rule, click the [Edit] button for that rule. The Edit Conditionwindow appears:



9. Complete the following fields:

l Property. Select the metric you want to monitor for this condition:

n If this is a business service or an IT service, your options include Availability, Health, and Risk forthe services you want to monitor.

n If this is a device service, select a device metric, such as Vitals like Availability and Latency orDynamic Application metrics.

NOTE: If this is a policy for a business service, your options are Availability, Health, and Risk.

l Aggregate. Select an aggregation method for the data for this condition. Your options includeAverage,Minimum,Maximum, Count, and Sum.

l Day. Select a time frame for the data in the graph in the Set Threshold section, below. You can usethis graph to select reasonable thresholds for your condition. Your options include Day,Week,and Month.

10. In the Set Threshold section, click and drag the slider to specify a threshold for this condition. A smallThreshold window appears, where you can specify the following threshold details:

l The upper threshold icon ( ) lets you set the highest acceptable number for that condition, includingany numbers less than that number. For example, x <= 80.

l The lower threshold icon ( ) lets you set the lowest acceptable number for that condition, includingany numbers greater than that number. For example, x >= 60.

l The equals icon ( ) in conjunction with a number lets you set a specific number only for thiscondition. For example, x = 75.

l You can specify a range of values by clicking to add a second slider to the Set Threshold graph. Forexample, 40 < x < 60.

l You can type a number in the Threshold window instead of using the slider.

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l If needed, you can add a threshold that extends past the existing Y-axis of the table. The scale of thetable automatically adjust to the new value.

l The different ranges for your conditions display in alternating shades of dark blue and light blue:

TIP: If the line below the number in the Threshold window is red, then your current threshold is invalid. Clickthe icons or adjust the slider to make sure the line is not red under the threshold value.

11. To save the conditions and threshold settings and close the Edit Condition window, click the [Save] button.

12. To add more conditions to a rule, click Edit on the Service Policy Editor page and follow the instructions insteps 8-11.

13. If you have more than one rule, select the type of aggregation you want to use in the Use <type> of rulesfield. You can choose to use the minimum, maximum, or average value for the rules.

NOTE: The Availability value calculates only the minimum and maximum values for rules.

14. Edit any additional conditions or rules on the remaining tabs for this policy, and then click the [Save Policy]button.



Assigning an Icon to a Business Service

To assign an icon to a service:

1. On the Business Services page, locate the service to which you want to add an icon.

2. Click the [Actions] button ( ) for that service and select Assign Icon. The Select an Icon window appears:

3. To use an existing icon, select that icon from the list of icons and click the [Select Icon] button.

TIP: If an icon includes a tag, you can search for that icon by typing some or all of the tag text in the Searchfield.

4. To upload an icon from your local drive, make sure that the image file meets the following criteria:

l The image file should be in .SVG format.

l The file should not be larger than 40 KB.

l The file should not be animated.

l The file should not contain bitmaps

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5. To start the upload process, click the [Add Icon] button. The Add an Icon window appears:

6. In the Icon name field, type a name for the icon you want to upload.

7. In the Add Tags field, type a short descriptor for the icon, without spaces. You can use this tag for searchinglater.

8. You can click the Browse or Drop area to browse for and select the icon, or you can drag and drop the iconfile onto the Add an Icon window.

9. Click the [Add Icon] button. The icon is added to the Select an Icon window.

10. Click the [Select Icon] button to add the icon to the service.

Creating a Business Service Template

You can create a service template from an existing service to simplify the process of replicating an entire service orservice hierarchy on another SL1 system. For example, if you want to create the same service hierarchy, but onlychange the owner of the service hierarchy, creating a service template from an existing service streamlines thisprocess.



To create a service template:

1. On the Business Services page, click the [Actions] button ( ) for the service you want to use as the basis foryour template and select Create Template. The Create Template From Service window appears:

2. This window contains important information about what you can and cannot do with a service template. Afterreading this information, click [Next]. The nextCreate Template From Service window appears:

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3. Type a name for the template in the Template Name field, and type a description of the template in theDescription field, if needed. Click [Next]. The nextCreate Template From Service window appears:

4. The left side of the window displays the tree for the service hierarchy that is being made into a template. Youcan select each service in the tree to see information related to that service on the right side of the window.For example, if you select a device service, the Devices tab displays the search query used for the devicesincluded in that service. If you select a business service or an IT service, the Services tab displays the searchquery for that service.

5. Click the Status Policy tab to view the status policy definition for Availability, Health and Risk for that service.

6. On the Status Policy tab for a device service, you can add annotations for the policies in the template. Whena new user uses the template on another system, your annotations can help that user understand the purposeof this status policy.



7. To leave an annotation for a status policy or rule, click the talk bubble icon ( ) next to the rule or tab. Typeyour annotation text in the Annotation window and click [Save]. The talk bubble icon now displays as solidblue, while empty talk bubble icons contain a plus sign.

8. Click [Create Template]. A confirmation window appears stating that you created the template. Click[Close]. The template appears on theService Templates page (Business Services > Templates).

Creating a Business Service From a Template

To create a service from a template:

1. Go to the Service Templates page (Business Services > Templates) and click the [Actions] button ( ) forthe template you want to use and selectCreate Service. The Create Service from Template windowappears:

TIP: You can also go to the Business Services page, click the down arrow on the [Create Service] button,and selectCreate Service from Template.

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2. Select a template and click [Next]. The nextCreate Service from Template window appears:

3. Select an organization from theWhat organization manages this service? drop-down list and click [Next].The nextCreate Service from Template window appears:



4. To edit the names of the services in the hierarchy at the left, click the service name and update the name.Updating the service names is recommended if you are creating the new service on the same system fromwhich the template was created.

5. Any annotations for a device service that were added when the template was created will be present, and youcan edit them and add new annotations.

6. You can edit the rules for Availability, Health, and Risk for a device service in the template.

7. To edit a rule, click the gray pencil icon ( ) next to the rule, and an edit window appears where you canupdate the rule:

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8. Click the [Save] button to close the edit window.

9. Click the [Create Service from Template] button to save your service. A confirmation window appears:

10. Click the [Close] button. The new services appear on the Business Services page.

Exporting a Service Template

If you want to use a business service template on another SL1 system, you can package that template into aPowerPack and export it to the other system.

To package and export a service template:

1. Go to The PowerPack Manager page (System > Manage > PowerPacks).

2. Click the [Actions] button and selectCreate a New PowerPack.



3. On the PowerPack Properties page, type a name for the PowerPack in the Name field and click [Save].

5. Select AP Content Objects from the left-nav on the PowerPack Properties page. Your template appears inthe Available AP Content Objects pane:

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5. Click the lightning bolt icon ( ) next to the template to add it to the PowerPack. The template moves up tothe Embedded AP Content Objects pane:

6. Select Build/Export from the left-nav to open the Compiled PowerPacks window, and then click the Createa new build link:



7. In the ConfigureNew Export File window, select Administrative (including export & license) from theEmbedded license key drop-down list. Click [Build].

9. When the PowerPack finishes building, you can download the build with the download icon ( ) and use thatfile to upload the template to a new SL1 system.

Installing a Template from a PowerPack

1. On the SL1 system where you want to install the template, import the PowerPack on the PowerPackManager page (System > Manage > PowerPacks).

2. After you have imported the PowerPack, click the [Actions] button and select Install PowerPack.

3. Locate the PowerPack you created in the Imported PowerPacks window and click its lightning bolt icon ().

4. When the Install PowerPack window appears, click the [Install] button.

5. After you install the PowerPack, you can access the template on the Service Templates page (Business Services > Templates).

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Default Service Policy Settings

The following sections describe how the three default service policies calculate Availability, Health, and Risk:

Device Service Default Policy

Availability: Maximum available: if one device is available, then all are available

Health: Based upon the worst device severity, then uses the following settings:

l Critical = 0-20

l Major = 21-40

l Minor = 41-60

l Notice = 61-80

l Healthy = 81-100

Risk: Based upon the worst device severity, then uses the following settings:

l Healthy= 0-20

l Notice = 21-40

l Minor = 41-60

l Major = 61-80

l Critical = 81-100

IT Service Default Policy

Availability: Maximum available: if one service is available, then all are available

Health: Average Health value of all services

Risk: Maximum Risk value of any service

Business Service Default Policy

Availability: Maximum available : if one service is available, then all are available

Health: Average Health value of all services

Risk: Maximum Risk value of any service



Managing Events for Business Services

When SL1 evaluates the state of a service, it reviews the Health, Availability, and Risk values produced by yourbusiness services, IT services, and devices services. SL1 then compares those values against the alert thresholdsthat are defined on the Business Service Thresholds page (Business Services > Thresholds):

If any of the thresholds on the Business Service Thresholds page (Business Services > Thresholds) are crossed,SL1 generates an alert message. For an event to be produced, you need to create or install an event policy thatwatches for that alert message and produces an event when it sees that alert message.

TIP: To update the thresholds on this tab, click the [Edit] button, select which thresholds should generate analert message, and then click [Save].

By monitoring the events tied to your business services, you can act quickly if one of your services is unavailable,unhealthy, or potentially at risk.

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Exporting Service Data with the ScienceLogic API

By navigating to the GraphiQL interface, you can export business service data with the ScienceLogic API.GraphiQL is a user interface for interactively exploring the capabilities of, and executing queries against, aGraphQL API.

To access the GraphiQL interface:

1. In a browser, type the URL or IP address for SL1.

2. Type /gql at the end of the URL or IP address. For example, you could typehttps://sl1.sciencelogic.com/gql. The GraphiQL interface appears:

3. In SL1, make a note of the URL that displays for the service you want to export. For example, if you have aservice named "Wireless Devices," and its URL in the new user interface ishttp://sl1.sciencelogic.com/inventory/services/cjjojpn0x005ve5okm1gnmifh/overview. Make a note of thevalue between /services and /overview. In this example, the value you need is cjjojpn0x005ve5okm1gnmifh.

4. In the GraphiQL interface, create a harProvider query for the service you want to export, using the followingformat:

query {harProvider (id:"<Service_URI>") { name} }



5. Click the [ExecuteQuery] (Play) button to tell GraphiQL to send the query to the GraphQL server and getthe results. Using the example service from step 3, the query and its data appear in the following format:

6. To export additional data, use the filter-while-you-type capabilities of the GraphiQL interface to gather otherinformation, such as the collection timestamp, health, availability, and risk:

7. After you finish updating your query, click the [ExecuteQuery] button.

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Troubleshooting Business Services

Chapter

3Troubleshooting Business Services

Overview

This chapter covers some of the issues you might encounter while working with services and policies on theBusiness Services page, and how to resolve those issues.





Using the Root Cause Analysis Feature 36

Some services are not generating Health, Availability, or Risk values 37

All services are not generating Health, Availability, and Risk values 42

503 errors, or Health, Availability, and Risk values that are all the same or inaccurate 43

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Using the Root Cause Analysis Feature

The Root Cause Analysis feature is an advanced feature that can be used by a more technical user to determinewhat is causing a service to be unhealthy, troubleshoot that service, and refine your policies. You can view a Root

Cause Analysis window by clicking the Actions icon ( ) next to the service's Status panel or in a service tile. ARoot Cause Analysis model window appears with more data as a JSON object:

The data is a JSON object of the processing information that was used to compute the Health, Availability and Riskfor that service. Within the Root Cause Analysis JSON object, the arrays named "contributors" describe which childservices contributed in the calculation for the resulting Health, Availability or Risk for the current service.

To enable Root Cause Analysis:

1. Open the Service Investigator page for a service and click the Info drop-down.

2. Select one of the following from the RCAOptions drop-down:

l Disabled

l Enabled (contributors only)



l Enabled (next run only)

l Enabled

NOTE: You may experience performance slowdown if Root Cause Analysis is continuously enabled.

Some services are not generating Health, Availability, or Riskvalues

In this situation, some services in SL1 do not generate any values for Health, Availability, or Risk. For example, adash might appear instead of a value in the Status table on the Service Investigator page:

To address this issue, review the following settings and suggestions:

Step 1: Confirm you have the latest code for the new user interface:

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1. Navigate to the [Content Management] page (Manage > Content Management).

2. Click the [Install/Upgrade Packages] button. The Install Packages page appears.

3. If needed, upgrade to the latest version of@sciencelogic/ap2 to potentially resolve any issues that mighthave caused this issue.

4. For example, in the following image, the installed version of@sciencelogic/ap2 is 5.38.4, while the latestversion is 5.39.0:

Step 2: Turn up the log level to trace:

1. Either go to the console of the SL1 server or use SSH to access the SL1 appliance.

2. Log in as user em7admin.

3. Open the file /usr/local/silo/nextui/nextui.env with vi or another text editor:

sudo vi /usr/local/silo/nextui/nextui.env

4. Change the log setting to the following:NEXT_UI_LOG_LEVEL=all:trace

5. Restart SL1 and GraphQL with the following command:

sudo systemctl restart nextui

6. Tail the log with the following command:

sudo journalctl -u nextui -f

Step 3: Ensure that your service policy is valid:

1. In SL1, navigate to your service on theBusiness Services page.

2. Review the policy used by that service for any validation errors, as in the following example:

3. Address any errors in the service policy.



Step 4: Ensure that your service contains at least one service or device:

1. Navigate to the Business Services page.

2. Navigate to the [Devices] or [Services] tab for the service or services that are not displaying values.

3. Ensure that at least one device or service appears in the Preview section. If not, create a new search fordevices or services.

Step 5: Ensure that your service policy rules contain at least one service or device:

1. Rule filters select a subset of the devices or services defined by the service filter. If a device service filter resultsin five devices, the rule filter selects some subset of those five devices. You might create rule filters thatexclude all devices or services in the service, resulting in nometric values.

2. The following rule filter only selects the devices with a state of 4, or Critical. If no devices have a state of 4,the resulting list of devices for that filter will be empty, and you cannot get any device metric values:

3. In this case, we are counting devices, so the count is zero and produces a value based in the condition table.

4. If the metric had been a normal device metric like latency, the result would have been "null," because gettingthe average latency from zero devices results in null.

Step 6: Generate audit data by running onDemandProcessing with the GraphiQL interface:

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1. In a browser, type the URL or IP address for the new user interface, and then type /gql at the end of the URLor IP address. The GraphiQL interface appears.

2. On the left side of the GraphiQL editor, type the following query:

query onDemand {harProviderOnDemandProcessing(ids: []) {

results { serviceId timestamp health availability risk }auditHistory { serviceId ruleSetId ruleId timestamp sequence message }

}}

3. Click the [ExecuteQuery] (Play) button to tell GraphiQL to send the query to the GraphQL server and getthe results:

4. Review the resulting audit information on the right side of the GraphiQL editor:

5. If you know the service ID you are looking for, search for it by clicking inside the right pane and typing cmd+f.The GraphiQL interface highlights the services that match the ID you looked for:



6. Scroll down to see the audit information for this service (look for the highlighted information):

7. After running onDemandProcessing with the GraphiQL interface and updating the log settings on the serverto do all:trace, you can now see trace-level log messages in the terminal where you ran sudo journalctl-u nextui -f.

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8. Review the log messages for errors and warnings:

All services are not generating Health, Availability, and Riskvalues

In this situation, all of your services in SL1 fail to generate any values for Health, Availability, or Risk.

To address this issue, review the following settings and suggestions.

Step 1: Confirm that the Business Services process exists:

1. Go to the Process Manager page (System > Settings > Admin Processes) and start typing "Business" in theProcess Name filter:

Step 2: Follow the steps inGenerate audit data using the GraphiQL user interface, above. If the processtimes out, then the processing has taken more than twominutes to complete, and no computed results are stored.



Step 3: Look for logs from the python process:

1. The python process calls the onDemandProcessing GraphQL query. If python is having trouble connecting toGraphQL, it could be an authentication problem or some other code-related issue.

2. Look in /var/log/em7 for newly created logs, and ls -lrt to see if any new error logs were created with"business" in the file name.

3. Also check the silo.log for messages related to the business_service_management process:

grep service /var/log/em7/silo.log

503 errors, or Health, Availability, and Risk values that areall the same or inaccurate

In this situation, you might see 503 errors in logs or in the user interface. You might also see Health, Availability,and Risk values that are all the same or inaccurate.

To address this issue:

1. Confirm that the nginx config file has the limit_conn perip value set to 200 instead of 20:

sudo vi /etc/nginx/conf.d/em7_limits.conf

2. If needed, update the line to say:

limit_conn perip 200;

3. Run the following command:

sudo systemctl restart nginxTo avoid communication errors between SL1 and the ScienceLogic API, configure the em7_limits.conf file to limitthe number of connections per IP on all SL1 appliances that communicate with the ScienceLogic API. Use thisconfiguration if you are using a version of SL1 that is lower than 8.9.0, or if you used the patch to upgrade to 8.9.0instead of using the ISO version of 8.9.0.

To configure communication on a SL1 appliance:

1. Either go to the console of the SL1 server or use SSH to access the SL1 appliance.

2. Log in as user em7admin.

3. Open the file /etc/nginx/conf.d/em7_limits.conf with vi or another text editor:

sudo vi /etc/nginx/conf.d/em7_limits.conf

4. To limit the number of connections per IP, add the following line to the file:

limit_conn perip 200

5. Save your changes and exit the file (:wq).

6. Restart the SL1 appliance by executing the following command:

sudo systemctl restart nginx

7. Run steps 1-6 on all SL1 appliances that communicate with the ScienceLogic API.

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